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NAA CAMT practice questions

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Question 1Work Order Processing and Resident Service

Which of the following resident requests is properly classified as an emergency work order?

  1. A loose towel bar in the bathroom
  2. A sparking outlet in the kitchen Correct answer.
  3. A scuff mark on a hallway wall
  4. A dripping bathroom faucet

Explanation

Emergencies are conditions that threaten health, safety, or property, such as electrical arcing, active water leaks, sewage backups, or loss of heat in freezing weather. Cosmetic and minor convenience items are handled on a routine schedule so that true emergencies are not delayed.

Question 2Work Order Processing and Resident Service

How much advance notice should a technician normally give before entering an occupied unit for a routine repair?

  1. No notice is required for routine repairs
  2. One hour of notice
  3. One week of notice
  4. Twenty-four hours of notice Correct answer.

Explanation

Standard practice, and the rule in most jurisdictions, is to give the resident at least 24 hours' notice before entering for a non-emergency repair, unless the lease or local law sets a different period. The notice should state the reason for entry and a reasonable time window.

Question 3Work Order Processing and Resident Service

Why does a technician put on shoe covers or lay a drop cloth before working inside an occupied unit?

  1. To muffle the noise of power tools
  2. To mark the work area for the next technician
  3. To signal the resident that work has started
  4. To keep the resident's floors clean Correct answer.

Explanation

Protecting the resident's home from dirt, scuffs, and debris is a basic courtesy that shapes the resident's impression of the service visit. Technicians should also clean up afterwards so the unit is left as good as or better than it was found.

Question 4Work Order Processing and Resident Service

When may a technician properly close out a completed work order?

  1. As soon as the replacement parts are loaded on the truck
  2. After the repair is verified and logged Correct answer.
  3. When the dispatcher assigns the next call
  4. Before leaving the shop at the start of the day

Explanation

A work order should be closed only after the repair has been made, tested, documented in the system, and the resident has been informed. Closing tickets early distorts performance data and hides callbacks.

Question 5Work Order Processing and Resident Service

A technician arrives at a resident's door for a scheduled repair. What is the appropriate first step?

  1. Call the resident from inside the unit
  2. Wait in the parking lot until the resident comes out
  3. Enter quietly so as not to disturb the household
  4. Knock, step back, and identify themselves Correct answer.

Explanation

The technician should knock or ring, step back to give the resident space, and identify themselves by name, company, and purpose of visit. This courteous approach reduces anxiety, especially for residents who are home alone.

Question 6Work Order Processing and Resident Service

Before entering a unit where a dog is present, the technician should ask the resident to do what?

  1. Hold the animal on a leash beside the technician
  2. Put the animal in a secure room Correct answer.
  3. Take the animal to the leasing office for the day
  4. Leave the animal loose but close the bedroom door

Explanation

Containing the pet in a separate room protects both the technician and the animal and lets work proceed without distraction. Animals should never be handled or moved by the technician.

Question 7Work Order Processing and Resident Service

An on-call technician receives a 2 a.m. call about a squeaking bedroom door. What is the appropriate response?

  1. Dispatch immediately because every call is treated equally
  2. Tell the resident to oil the hinge personally
  3. Schedule the repair for the next business day Correct answer.
  4. Refuse the request and close the work order

Explanation

After-hours dispatch is reserved for emergencies such as no heat, active leaks, lockouts, or safety hazards. Non-emergency calls should be logged and scheduled for the next business day, and the resident should be told when to expect service.

Question 8Work Order Processing and Resident Service

Which technique best confirms that a technician understood a resident's concern?

  1. Interrupting to explain the likely cause
  2. Promising the repair will be free of charge
  3. Writing the work order without asking any questions
  4. Restating the concern back to the resident Correct answer.

Explanation

Paraphrasing the concern back to the resident confirms understanding and shows the resident they were heard. It also surfaces details, such as when the problem started, that help the technician make the right repair.

Question 9Work Order Processing and Resident Service

A technician finds water spraying from a supply line under a kitchen sink. What should be done first?

  1. Soak up the standing water with towels
  2. Shut off the water at the nearest valve Correct answer.
  3. Photograph the cabinet for the file
  4. Call the resident's renter's insurance agent

Explanation

Stopping the flow of water limits property damage and is always the first action at an active leak. Documentation and cleanup follow once the water is controlled and the area is safe.

Question 10Work Order Processing and Resident Service

A technician has four tickets at the start of the day. Which one should be handled first?

  1. A resident requesting a new shower curtain rod
  2. A resident wanting a light bulb replaced
  3. No air conditioning during a heat advisory Correct answer.
  4. A resident asking to touch up paint in a closet

Explanation

Loss of cooling during extreme heat is a health and safety issue and outranks cosmetic or convenience requests. Priority is set by the risk to the resident and the property, not by the order tickets arrive.

Question 11Work Order Processing and Resident Service

A repair requires a part the technician does not stock. What is the best next step?

  1. Improvise with a substitute part from another unit
  2. Close the work order and hope the resident forgets
  3. Order the part and give the resident an expected timeline Correct answer.
  4. Ask the resident to purchase the replacement part personally

Explanation

The technician should order the correct part, keep the work order open with notes, and tell the resident when to expect the return visit. Clear expectations prevent follow-up calls and complaints.

Question 12Work Order Processing and Resident Service

A unit has generated three work orders in one month for the same complaint. Before dispatching again, a supervisor should first do what?

  1. Bill the resident for the repeat visit
  2. Review the unit's repair history and prior notes Correct answer.
  3. Schedule the visit with a different outside vendor
  4. Close the earlier tickets as duplicates

Explanation

Repeat calls usually point to a misdiagnosed root cause, an incomplete repair, or a resident-education gap. Reviewing prior notes lets the team send the right skill level and avoid a fourth trip.

Question 13Work Order Processing and Resident Service

A technician must leave a unit before the repair is finished because a part is on order. What should the technician do?

  1. Ask a neighbor to let the resident know
  2. Mark the work order complete to keep the numbers clean
  3. Explain the status and leave a written note Correct answer.
  4. Leave without telling anyone and come back later

Explanation

The resident should be told what was found, what remains to be done, and when the technician expects to return. A written note and an updated work order keep the office and the resident aligned.

Question 14Work Order Processing and Resident Service

Two residents submit identical repair requests on the same day. How should the requests be handled?

  1. Serve the resident who speaks English first
  2. Handle both under the same priority standards Correct answer.
  3. Serve the resident who has lived there longer first
  4. Serve the resident who complains most often first

Explanation

Service must be delivered on consistent, non-discriminatory criteria such as safety and severity, never on protected characteristics or personal preference. Identical requests should receive the same priority and treatment.

Question 15Work Order Processing and Resident Service

A resident with a disability asks for grab bars to be installed in the bathroom. How should the request be handled?

  1. Install whatever the resident asks for on the spot
  2. Tell the resident to hire a private contractor at their own cost
  3. Route it to management as a possible accommodation Correct answer.
  4. Deny it because fixtures cannot be altered

Explanation

Requests that may be reasonable accommodations are evaluated by management under fair housing rules, which can include the property paying for the modification. The technician should document and forward the request rather than deciding alone.

Question 16Work Order Processing and Resident Service

While fixing a leak, a resident asks the technician to also repaint the bathroom. What is the best response?

  1. Explain that a separate work order is required Correct answer.
  2. Add the painting to the leak ticket as a courtesy
  3. Do the painting since the technician is already there
  4. Refuse and warn the resident not to ask again

Explanation

Work performed in a unit must match the authorized work order so that labor, materials, and charges are tracked correctly. Side requests should be reported to the office and turned into a new work order if approved.

Question 17Work Order Processing and Resident Service

Entry without prior notice is generally acceptable only when which condition exists?

  1. The technician is running ahead of schedule
  2. The resident is two days late on rent
  3. There is an imminent threat to life or property Correct answer.
  4. The resident is not answering the door

Explanation

Notice requirements protect resident privacy, but they give way when there is an immediate danger such as fire, flooding, gas, or a medical emergency. In those cases entry should still be documented afterward.

Question 18Work Order Processing and Resident Service

After finishing a repair inside a unit, which action best supports resident retention?

  1. Reminding the resident of the upcoming rent due date
  2. Asking whether the repair met expectations Correct answer.
  3. Telling the resident how many other calls remain
  4. Sending a bill for the service call

Explanation

A brief check that the repair met expectations catches problems while the technician is still on site and leaves the resident feeling valued. Positive service experiences are a major driver of lease renewals.

Question 19Work Order Processing and Resident Service

A technician replaces a failing garbage disposal. What belongs in the work order notes?

  1. The cause, the parts used, and the work performed Correct answer.
  2. The name of the technician's supervisor
  3. Only the date the request was received by the office
  4. The resident's opinion of the property

Explanation

Complete notes record the diagnosis, the parts installed, and the labor performed so the repair can be traced, warranted, and repeated if needed. Good notes also support trend analysis of recurring failures.

Question 20Work Order Processing and Resident Service

An outside vendor will perform warranty work inside a resident's unit. Who should coordinate access?

  1. The resident, who must stay home all day
  2. A neighboring resident who holds a spare key
  3. The vendor, who may enter whenever convenient
  4. The property's maintenance or management staff Correct answer.

Explanation

The property controls access to units and must give the resident proper notice and accompany or admit the vendor as required. Letting vendors schedule themselves risks notice violations and unescorted strangers in the community.

Question 21Work Order Processing and Resident Service

A technician has two open emergencies: a broken exterior door lock on a ground-floor unit and a slow leak under a bathroom sink. Which should be addressed first?

  1. The sink leak, because it affects the resident daily
  2. Either one, since both are emergencies
  3. The door lock, because the unit is not secure Correct answer.
  4. The sink leak, because water damage is costly

Explanation

An unsecured exterior door exposes the resident to immediate personal risk and must be stabilized first. A slow leak is serious but contained and can be controlled quickly with a shutoff before returning to it.

Question 22Work Order Processing and Resident Service

A property's average repair time has climbed while the number of completed work orders has stayed the same. Which measure best explains the change?

  1. The number of residents who renewed their leases
  2. The number of vendors on the approved list
  3. The number of open work orders and their age Correct answer.
  4. The number of units painted last quarter

Explanation

Rising cycle time alongside flat completion volume usually signals a growing or aging backlog, such as tickets waiting on parts or repeat visits. Tracking open tickets and their age shows where work is stalling.

Question 23Work Order Processing and Resident Service

A resident repeatedly fails to provide access for scheduled preventive maintenance visits. What should the maintenance team do?

  1. Cancel all future service for that unit
  2. Ask another resident to sign the entry log
  3. Document the attempts and notify management Correct answer.
  4. Enter with the master key without giving notice

Explanation

Repeated missed access should be logged with dates and times and escalated to management, who can apply the lease's access provisions and communicate with the resident. Unilateral entry or withholding service creates legal risk.

Question 24Work Order Processing and Resident Service

A resident becomes angry and demands to speak with someone else about a repair delay. What is the best course of action?

  1. Promise a rent credit to end the conversation
  2. Acknowledge the frustration and involve the supervisor Correct answer.
  3. Explain that the delay is the resident's own fault
  4. Walk away and return when the resident has calmed down

Explanation

De-escalation means staying calm, acknowledging the resident's experience, and honoring a reasonable request to escalate. The supervisor can then explain the status and set a firm expectation.

Question 25Work Order Processing and Resident Service

Which situation should be treated as an emergency rather than an urgent or routine request?

  1. A closet door that sticks in humid weather
  2. A television cable that needs rerouting
  3. Sewage backing up into a bathtub Correct answer.
  4. A refrigerator that stopped cooling overnight

Explanation

A sewage backup inside a unit is a health hazard and a source of rapid property damage, so it is handled as an emergency. Appliance failures and minor adjustments are urgent or routine and are scheduled accordingly.

Question 26Work Order Processing and Resident Service

What is the main purpose of a work order?

  1. To record resident social events
  2. To document the request, actions taken, and completion for tracking and accountability Correct answer.
  3. To schedule staff vacations
  4. To replace the lease agreement

Explanation

A work order is the official record of a maintenance request from intake through completion. It captures what was requested, what work was performed, and when the job was finished so the property can track accountability and history.

Question 27Work Order Processing and Resident Service

When should a technician ask a resident to sign a completed work order?

  1. Never; signatures are not used
  2. At the time the work is completed and the resident is available Correct answer.
  3. Only if the resident is unhappy
  4. Before the technician arrives

Explanation

A signature acknowledges that the work was performed and gives the resident a chance to confirm completion. It should be requested when the job is finished and the resident is present, not before service begins.

Question 28Work Order Processing and Resident Service

A resident calls the management office to report a slow-draining bathroom sink. What should the person taking the call do first?

  1. Create a work order with the resident's unit number and a description of the problem Correct answer.
  2. Tell the resident to call a plumber at their own expense
  3. Transfer the call to the resident's neighbor
  4. Wait until the next monthly inspection

Explanation

The first step in work order processing is to capture the request accurately, including the unit and a clear description of the issue. That record allows maintenance to prioritize, dispatch, and track the repair.

Question 29Work Order Processing and Resident Service

Which information should be entered in the work order when a repair is completed?

  1. Only the technician's lunch break
  2. The resident's rent payment history
  3. Work performed, parts used, and date/time completed Correct answer.
  4. The names of other residents in the building

Explanation

Closeout notes should record the actual work completed, any parts or materials used, and the completion date and time. This creates a reliable service history for the unit and supports future maintenance decisions.

Question 30Work Order Processing and Resident Service

A technician completes a repair while the resident is away. What is the best practice for closing the work order?

  1. Tape the work order to the outside of the door
  2. Leave a note with date, work performed, and contact information, and update the work order record Correct answer.
  3. Wait for the resident to call before recording anything
  4. Close it without any notes

Explanation

When the resident is not present, the technician should leave clear written notice of the visit and update the work order with the same details. This keeps the resident informed and preserves an accurate service record.

Question 31Work Order Processing and Resident Service

During a repair, a technician discovers damage that appears to have been caused by the resident (for example, a broken cabinet door from misuse). How should the work order be handled?

  1. Ignore it and complete only the original repair
  2. Cancel the work order and leave
  3. Ask the resident to pay cash immediately
  4. Complete the repair and document the damage according to policy, including any chargeback classification Correct answer.

Explanation

Resident-caused damage should be documented according to the property's policy so the condition and any charges are handled consistently. The technician should complete authorized work and record findings rather than collecting payment on the spot.

Question 32Work Order Processing and Resident Service

While performing a routine work order, a technician notices exposed electrical wiring near a water source. What should the technician do?

  1. Ask the resident to fix it
  2. Cover the wiring with tape and close the work order
  3. Complete the original task and mention it later
  4. Stop work in the affected area, make the area safe, and report the hazard for a priority follow-up work order Correct answer.

Explanation

A safety hazard takes precedence over the original routine task. The technician should stop work in the affected area, make it safe if possible, and report the hazard so a priority follow-up work order can be created.

Question 33Work Order Processing and Resident Service

Which measure best indicates the size of a property's open work order backlog?

  1. The amount of rent collected this month
  2. The total number of units on the property
  3. The number of open work orders that are past their target completion date Correct answer.
  4. The number of work orders closed last year

Explanation

A backlog reflects work that is still open and has exceeded its expected completion time. Counting overdue open work orders gives a clearer picture of service delays than total closures or property size alone.

Question 34Work Order Processing and Resident Service

A technician responds to a work order but cannot reproduce the resident's reported problem. What should be documented?

  1. That the resident made a false report
  2. Only the time spent on site
  3. Nothing; close the work order as complete
  4. The tests performed, conditions observed, and the fact that no problem was found, then follow up with the resident Correct answer.

Explanation

When a problem cannot be reproduced, the work order should still document what was checked and observed. Following up with the resident helps confirm conditions and determines whether further action is needed.

Question 35Work Order Processing and Resident Service

Before closing a work order as complete, what should the technician do?

  1. Ask the resident to submit a new request
  2. Verify the repair works properly and confirm the result with the resident when possible Correct answer.
  3. Leave tools behind for the next visit
  4. Delete the original request from the system

Explanation

A work order should be closed only after the repair has been tested and the result confirmed. Involving the resident when possible helps ensure the complaint was actually resolved.

Question 36Work Order Processing and Resident Service

A resident calls asking for the status of a work order that is scheduled for tomorrow. What is the best response?

  1. Provide the scheduled date and current status, and confirm access arrangements Correct answer.
  2. Transfer the call without explanation
  3. Say the work order does not exist
  4. Tell the resident to call back next week

Explanation

Status calls should be answered with accurate information from the work order record. Confirming the scheduled date, current status, and access details prevents missed appointments and improves resident satisfaction.

Question 37Work Order Processing and Resident Service

A technician completes a repair and notices a related component that is worn and likely to fail soon. What should the technician do?

  1. Tell the resident to buy a new appliance
  2. Ignore it because it was not on the work order
  3. Replace it without authorization and note it later
  4. Document the observation and recommend a follow-up work order for the worn component Correct answer.

Explanation

The technician should record the condition and recommend follow-up work through the proper process. This supports preventive maintenance without performing unauthorized repairs or materials changes.

Question 38Work Order Processing and Resident Service

A work order is submitted for a water heater that is leaking from the tank. Which factor most justifies classifying it as an emergency?

  1. The water heater is more than five years old
  2. The leak creates a risk of property damage or injury Correct answer.
  3. The work order was submitted online
  4. The resident has a busy schedule

Explanation

Emergency classification is based on the threat to safety, property, or habitability. A leaking water heater can cause significant water damage or hazards, so it warrants immediate attention.

Question 39Work Order Processing and Resident Service

A technician discovers that a previous repair was performed incorrectly and is causing a new failure. What is the best course of action?

  1. Document the finding, correct the repair if authorized, and report it for quality review Correct answer.
  2. Ignore the prior work and fix only the new symptom
  3. Close the work order without action
  4. Blame the prior technician in the work order notes

Explanation

Incorrect prior work should be documented objectively and reported so the property can review quality and prevent recurrence. If the technician is authorized, the repair should be corrected rather than only treating the symptom.

Question 40Work Order Processing and Resident Service

Which practice most effectively reduces the number of emergency work orders over time?

  1. Closing work orders without notes
  2. Performing scheduled preventive maintenance Correct answer.
  3. Increasing the number of on-call technicians
  4. Responding to emergencies faster

Explanation

Preventive maintenance addresses small issues before they become failures, which reduces the number of emergency calls. Faster response and more on-call staff improve handling of emergencies but do not prevent them from occurring.

Question 41Interior and Exterior Maintenance and Repair

When fastening drywall to wood framing, how should each screw be driven?

  1. Driven until the head is flush with the face of the panel
  2. Slightly below the face, dimpling the paper without tearing it Correct answer.
  3. Left protruding about 1/8 inch so it can be covered with mud
  4. Driven until the head breaks through the facing paper

Explanation

A drywall screw must pull the panel tight to the framing, so the head is set just below the surface and the facing paper is dimpled but left intact. The intact paper is what holds the screw head and prevents popping. Overdriving destroys that grip, and an underdriven or protruding head cannot be finished properly.

Question 42Interior and Exterior Maintenance and Repair

A joint between painted interior trim and drywall will be caulked and then painted. Which sealant is appropriate?

  1. Acrylic latex caulk labeled paintable Correct answer.
  2. Asphalt roofing cement
  3. Silicone sealant
  4. Expanding polyurethane foam

Explanation

The sealant must accept a topcoat, and acrylic latex painter's caulk is formulated to be painted after curing while staying flexible at the drywall-to-trim joint. Silicone resists paint and will leave a visible bead that sheds the coating.

Question 43Interior and Exterior Maintenance and Repair

A toilet has a continuous trickle of water running down the back of the bowl long after the flush cycle ends. Which component is the most likely cause?

  1. The flapper Correct answer.
  2. The supply line
  3. The wax ring
  4. The fill valve

Explanation

A worn or misseated flapper lets water leak from the tank into the bowl, which is visible as a trickle and causes the fill valve to cycle repeatedly. A dye test in the tank confirms the leak.

Question 44Interior and Exterior Maintenance and Repair

What is the primary function of the water held in a plumbing P-trap?

  1. It cushions the flow of waste
  2. It seals the drain from sewer gas Correct answer.
  3. It lubricates the drain line
  4. It catches hair and debris

Explanation

The standing water in the trap forms a barrier that blocks sewer gas from traveling back into the fixture and the living space. Debris retention is an incidental side effect, not the purpose.

Question 45Interior and Exterior Maintenance and Repair

A receptacle is being replaced in a bathroom. What protection is required for the new receptacle?

  1. AFCI protection
  2. No special protection if the circuit is dedicated
  3. GFCI protection Correct answer.
  4. A standard grounding receptacle only

Explanation

Bathroom receptacles require ground-fault circuit interrupter protection because of the close proximity of water and grounded surfaces. The protection may be provided by the receptacle itself or by a GFCI breaker.

Question 46Interior and Exterior Maintenance and Repair

What is the correct first step for treating a spill on carpet?

  1. Rub the spill vigorously with a dark rag to work it out of the pile
  2. Blot with a clean white towel from the edge toward the center Correct answer.
  3. Pour hot water over the spot to dilute it
  4. Scrub with a stiff brush and strong detergent

Explanation

Blotting lifts the spilled material without grinding it deeper into the pile, and working from the outside inward keeps the stain from spreading. A white cloth lets you see whether color is still transferring. Rubbing or scrubbing permanently distorts carpet fibers.

Question 47Interior and Exterior Maintenance and Repair

Why must a previously painted high-gloss surface be sanded before repainting?

  1. To thin the old finish so it dries faster
  2. To raise the grain of the wood
  3. To remove the old color layer
  4. To dull the gloss and give the new coat a profile to grip Correct answer.

Explanation

Glossy finishes give little mechanical tooth, so a new coat can slip or peel. Abrading the surface dulls it and creates a profile the new paint can bond to. Sanding does not remove color or dry the old coating.

Question 48Interior and Exterior Maintenance and Repair

What is the purpose of installing a door sweep on an exterior door?

  1. Hold the door closed against the stop
  2. Stiffen the door panel
  3. Seal the gap at the bottom against air and water Correct answer.
  4. Reduce wear on the hinges

Explanation

A sweep closes the gap between the door bottom and the threshold, which stops air infiltration, water intrusion, and pest entry. It also reduces energy loss and helps keep the floor dry.

Question 49Interior and Exterior Maintenance and Repair

How should a fist-sized hole in an interior drywall panel be repaired?

  1. Cover it with a peel-and-stick mesh patch and paint it immediately
  2. Fill the hole in one pass with lightweight spackle
  3. Cut in a square patch with backer, then tape and finish Correct answer.
  4. Nail a piece of plywood over the hole and paint the plywood

Explanation

A hole that size needs new material and a rigid backer behind it so the repair does not flex and crack. The patch is then taped and finished in thin coats to blend with the surrounding wall.

Question 50Interior and Exterior Maintenance and Repair

A compression faucet drips steadily from the spout when it is fully closed. What is the most likely repair?

  1. Replace the seat washer and inspect the seat Correct answer.
  2. Tighten the packing nut
  3. Replace the supply line
  4. Replace the faucet

Explanation

A drip at the spout with the valve closed means water is passing the seat. Replacing the seat washer, and dressing or replacing a scored seat, corrects it.